ComplaintsforAdvent Air Conditioning, Inc.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I pay the business which installed my HVAC system on a new construction home in 2018 $19 per month for maintenance plan. They come out twice a year, they make necessary adjustments and replace filters (which i supply) and they make necessary repairs (which i pay for). I have struggled with air balance which i believe is because they miscalculated the size of the system that was needed or the needs of the distribution when the unit was installed. I've paid thousands of dollars to change out for dust/air particulate removal and to replace the thermostat twice to get better ***********************. They have come out twice a year and were supposed to also be performing routine maintenance like cleaning the pan and drain. They were out 6 months ago, and in the ensuing 6 months, suddenly i have a clogged and rusted out drip pan and their solution is that i now need an additional $1200 repair/replacement of said drip pan which was supposed to be prevented by their ROUTINE MAINTENANCE. This unit is only 5 years old and should not need replacement at this time.

  

  Business response

  11/29/2023

  We appreciate you bringing your concerns about your HVAC system and our maintenance plan to our attention. We want to assure you that we have already initiated contact with you and are actively collaborating to address the issues you've raised.
  Our primary focus is to ensure that your HVAC system operates at its best and meets your expectations. We understand the frustration you've experienced, and we are fully dedicated to resolving the issues.
  
  

  Customer response

  11/29/2023

  I am rejecting this response because:   The item requiring repair/replacement was installed incorrectly to begin with and they want to charge me to replace it. Their solution to the problem was to recommend that I replace my entire system. When I out reached to see if a different option was available they called back once while I was working and couldnt come to the phone and havent yet rectified the problem.

  Customer response

  02/15/2024

  Yes, upon further communication, the representative did come out and repaired the unit that was incorrectly installed. 

• Initial Complaint

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In November 2019 I purchased a new HVAC system from this company. I also use them for the checkup service for fall and spring. During the summer inspection in July 2021 the technician said he did not see a P-trap (spelling?) in the interior blower unit. He said he needed to check with a manager since this unit should have one and he wasn't sure how that was affecting the performance. He contacted a manager and waited for almost an hour for a return call. I had to leaved at that time for an appointment. I never heard back from this technician. I never heard from a manager. I have reached out several times since then, trying to obtain information about this piece missing from the initial installation. I've left messages in the office for a manager to call me back. I've reached out at least twice using the "Contact Us" link on their web site, stating my concern and requesting someone contact me. No one from Advent has returned any of my phone calls or the email I submitted through their web site. I spoke to an employee earlier this month named Erwin (spelling?). I expressed my concerns to him. My main concern is: how has this missing piece affected this unit? Will there be future problems due to the system operating for more than two years without the P-trap? How does this affect the warranty I purchased from Advent along with the new unit? Erwin said these were all good questions and he would forward them. I need a manager or owner from this company to contact me. To have ignored all requests for contact over their error is ridiculous. I have no confidence in this company now. If this missing piece has affected the performance/effectiveness, or will affect the life of the inside blower unit, I want Advent to replace it immediately. This should never have happened and it is completely their error. The fact that it did, and no one wants to talk to me about it, causes me great concern. I will never recommend Advent to friends/neighbors again.

  

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2021/12/30) */ Spoke with Marcee ******** today and set an appointment for Monday, 1-3-22, to resolve the p-trap installation. Explained the p-traps function for the draining of the system and that her equipment would not be harmed, damaged, or any void of warranty. We thank her for the opportunity to resolve this matter for her. Consumer Response /* (2000, 7, 2022/01/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Matt ****** (spelling?) called and took the time to discuss the entire situation. He was apologetic for the lack of response from the appropriate personnel, even though this is not his fault. We are in agreement on the lack of communication/response from the responsible party/parties, and how this affected my trust and confidence in the company. This has restored thanks to his assurances that he will deal with this issue. The P-trap will be installed 1/3/2022.

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